Q: Some of your products state that 'Designs Vary' or 'Colours Vary'. I want a particular design/colour that I've seen on the product images provided, how do I let you know that this is the one that I want?
A: If you wish to choose a particular design or colour from those shown on the product's image, then please send us an email after you've placed your order. In your message please state your order number and the colour/design that you wish to purchase. We will do our best to fulfil your request, however we cannot guarantee that we will have your chosen design/colour in stock. If we don't, we will send you another suitable design/colour.
Q: I've accidentally given the wrong delivery address when I placed my order. How do I fix this?
A: Please send us an email as soon as possible to let us know that you would like delivery to a different address. If your order has already been dispatched, we may be able to have it re-directed. If your order has already been delivered, we may require you to place another order with the correct address and return the previous order to us. We'll let you know when you get in touch.
Q: I want to send the product(s) on my order as a gift. They're being sent directly to the recipient - will the delivery paperwork state the price(s)?
A: We can send your order with no paperwork so that the recipient cannot see how much you've paid. Please send us an email after you've placed your order stating your order number and the fact that you would like no paperwork to be included with the delivery.
Q: I've sent a message but haven't received a reply yet?
A: Our opening hours are Monday - Friday, 9am - 5pm. If you've sent us a message outside of these hours, please expect a response on the next working day. If you've sent us a message during these hours, you will receive a reply the same day.
Q: When will my order be dispatched/how much will the delivery charge be?
A: Bigjigs Toys offers a FREE delivery service on our complete range of products. We aim to dispatch all ordesr within two working days.
Q: My order hasn't arrived by the expected delivery date. Where is it?
A: Please contact us and we will check the status of your delivery. Unfortunately, it is sometimes the case that parcels are lost by delivery companies and, if your order hasn't arrived, this is the most likely reason. We will check the status of your delivery when you get in touch with us and will dispatch a replacement immediately, if necessary.
Q: My order has arrived but the product that I ordered is damaged/faulty.
A: Unfortunately, sometimes products are damaged in transit. If you receive a damaged product, please send us an email with a photograph of the damage and description of the fault. We will dispatch a replacement product immediately, or offer you a refund if you prefer.
Q: My order has arrived but I have ordered the wrong product(s)/no longer want the product(s). Can I return the product(s)?
A: Yes, you can return product to us. Please send us an email (include your order number and the reason you would like to return the product). You'll receive instruction on how to return the product to us when we authorise your request. In instances where the wrong
product has been ordered or the products are no longer required, it is your responsibility to post the product back to us. P&P charges will not be refunded.
Q: I have a question that isn't answered here.
A: Please send us an email. Our opening hours are Monday - Friday, 9am - 5pm. If you send us a message outside of these hours, please expect a response on the next working day. If you send us a message during these hours, you will receive a reply the same day.
Q: How do I contact Bigjigs Toys?
A: Email email@example.com